As a Customer Success Manager , you will be part of the Basware Customer Success organization with teams covering our customers globally. The role of our Customer Success organization is to deliver and provide services that help Basware customers adopt, optimize, and accelerate the benefits of their Basware solutions and services.

This is a hybrid role, offered in combination of working from home and our Paris office. The role will involve you working with named key customers, from multiple sectors and typically on a global scale, to ensure they are getting the most business value out of their investment in Basware.

The person we are looking for will need to have a strong focus and passion for driving adoption, customer retention, customer satisfaction and be comfortable playing a leading role when coordinating across Basware to deliver on success and improvement plans. You will also be comfortable speaking with all customer contacts at all levels, from AP teams to the C-suite.

KEY RESPONSIBILITIES

Develop and implement strategies for customer success

• Create, maintain and implement achievable customer success plans with objectives and tasks to execute the right actions. Plan maturity benchmarking and use insights to input to the success plans. Continuously monitor, measure, guide and align both customers and others within Basware to ensure tangible business outcomes are achieved and can be referenced. Use Customer 360 data, Calls to action, playbooks, and customer health data insights as inputs to the plan.

Act confidently as a networked purchase-to-pay practitioner and trusted advisor

• Be able to continuously collect and provide both customers and others within Basware valuable guidance on best practice, industry trends and relevant benchmarks. Develop trusted relationships, including at the C-level, and engage to influence.

Ensure successful ramp-up and adoption of Basware solutions and services

• Provide guidance and steering decisions to the Basware and Customer implementation teams to ensure agreed upon business outcomes are met and/or mitigation strategies are activated. This includes the initial delivery through to expansion and change requests.

Ensure successful and high adoption of Basware solutions and services

• Create, implement and measure user and adoption strategies linked to customer’s business outcomes. Actively measure adoption to identify and pursue opportunities. Work with customers and across internal teams, including product owners, to improve solution and services and meet adoption objectives.

Manage customer health

• Full responsibility for monitoring and improving customer health and the parameters impacting it. Understands all areas impacting the customer health scorecard and is able to also to propose changes, when needed. Use CTA’s and Playbooks to action items to improve Customer health. Use reporting and dashboards to analyse trends and provide insights to your customers.

Manage operational activities to ensure success

• Accountable for the successful delivery of success and service improvement plans, working both cross-functionally and at times leading virtual teams to deliver agreed actions in a coordinated manner and to optimize the customer experience. Use the Tooling timeline to communicate with colleagues on tasks and updates. Use Calls to Action and prescriptive playbooks on customer risks, opportunities and lifecycle events.

Deliver and support the development of success services

• Deliver services designed to drive customer success, including workshops, coaching and profiling customer’s maturity across sourcing, procurement and finance to identify opportunity. Refine existing or develop new methodology, frameworks and tools based on experience, research, and analysis.

Renewals

• Proactively drive renewals and eliminate the risk of churn by monitoring renewals via customer health over time. Inform and keep renewal team updated.
• Ability to lead conversations related to expansions where applicable including upsell and cross-sell opportunities.

Basware is a cloud-based solution provider with employees all over the world. As a global company, proud of our Finnish roots, we create and deliver automated technologies to make finance and procurement processes easier and more streamlined for globally operating enterprises and their suppliers across all industries.

Trusted by thousands of organisations, we have over 9,500 businesses in more than 70 countries worldwide using Basware solutions to fulfill their procure-to-pay (P2P) needs. We are constantly innovating to help our customer simplify operations so they can spend smarter.

Basware prides itself not only on award-winning technology, but also on the talent of our people.

Our success is made possible by the hard work, daily dedication, and insatiable passion of the approximately 1,350 employees working across 14 countries, representing over 30 different nationalities.

Our culture has grown to advocate for business transparency, embrace change, enable innovation, and encourage employees to feel empowered and take accountability while driving initiatives with passion.

To thrive and succeed in this role, you will have significant experience in a customer facing, service-oriented role within an ICT environment. Experience in Finance, procure-to-pay software systems and/or enterprise software applications will be beneficial.

This is a fast paced and dynamic environment. We value employees who are confident, work well independently and in teams, are solution focused and for who adding value for the customer is a key focus area.

Required competencies and experience:

• 3+ years of customer relationship management experience within tech/SaaS business environment including face to face experience with external customers, with a focus on customer satisfaction and adoption

• Good written, presentation and verbal communication skills in French and English mandatory

• Experience in continuous business improvement and value creation for the customer, through driving and optimising the adoption

• Solution orientated mindset, looking for opportunities to improve and enable the solutions needed by utilising network

• Use reporting and dashboards to analyse trends and provide insights to your customers

• Experience of working in a global matrix organisation with geographically distributed teams

• Compliance and IT security awareness and understanding of security protocols

• Self-driven and target-orientated

• Can confidently engage with stakeholders at all levels, identify sales opportunities and manage commercial conversations around renewals

• Understand technology adoption from the user perspective

• Industry knowledge and understanding of electronic invoicing and purchase-to-pay business processes

• Bachelor’s or Master’s degree required